Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect product recommendation

V2 Rubric (Shadow Grading)

V2 overall: 50.4% across 1 v2-scored calls this week

• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate product compatibility guidance1 of 1 callsProvided accurate port and compatibility details for valid models (MX5500, MX4200), ensuring the customer selected a supported solution. Across 1 of your 1 calls involving MX5500.
  Why this matters: Ensures customers choose compatible products, reducing return calls and installation issues
• Clear warranty guidance1 of 1 callsClarified warranty coverage and purchase options clearly, helping the customer make informed decisions. Across 1 of your 1 calls.
  Why this matters: Helps customers understand support options, improving satisfaction and reducing misdirected inquiries

Growth Focus

• Incorrect product recommendation1 of 1 callsRecommended MX4050, a non-existent model, leading to potential customer confusion and incorrect purchases. Appeared in 1 of your 1 calls involving MX5500.
  Why this matters: Providing non-existent product recommendations can lead to customer frustration, returns, and loss of trust
  Example: In call #417f8fa6-73cf-11f1-b7ca-42010a623f91, the agent suggested MX4050 which does not exist, contradicting KB documentation
  What better looks like: Verify product existence against current product lineup before making recommendations, and cross-check with KB documentation
• Insufficient pre-call verification1 of 1 callsDid not verify customer's existing router model or warranty status before recommending products, risking incompatible suggestions. Occurred in 1 of your 1 calls.
  Why this matters: Skipping verification can lead to incompatible product recommendations, causing customer frustration and repeat calls
  Example: In the same call, the agent recommended MX models without confirming the customer's current equipment or warranty status
  What better looks like: Always collect and verify customer's existing device model and warranty status before proceeding with product recommendations

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before recommending any product, verify its existence in the current product lineup and cross-check with KB documentation
  Why: Preventing recommendations of non-existent models avoids customer frustration and potential returns
• Step 2
  Always collect and verify the customer's existing router model and warranty status before proceeding with product recommendations
  Why: Ensuring compatible suggestions reduces repeat calls and supports informed customer decisions
• Step 3
  When confirming compatibility, explicitly state supported models and any known limitations to manage expectations
  Why: Clear communication prevents misunderstandings about product capabilities and support scope

Escalation Lessons

No escalated case learning this week.

Evidence Calls